Sr. Infrastructure Engineer

THIS IS NOT A REMOTE ROLE

This is an on-site role working from our Columbus, Ohio headquarters.

The Senior Infrastructure Engineer will design, implement, and maintain on-premises and cloud infrastructure. Will provide hands-on support, upkeep, and maintenance for servers, networking, cloud platforms, security, telecommunications, and end-user devices (desktops, laptops, and tablets). This role supports mission-critical applications (Salesforce, Net Suite, ADP, and Five9) and serves as an escalation point for desktop/tablet issues during both business hours and on-call rotations.

We are looking for a seasoned infrastructure expert who thrives in a fast-paced environment, loves solving complex problems, and is passionate about building resilient systems that directly enable business growth — especially systems that keep our call center running 24/7 with zero dropped calls or downtime.

• Architect, deploy, and maintain cloud infrastructure (AWS/Azure) to support enterprise applications and the Five9 cloud contact center
• Ensure ultra-reliable, low-latency network connectivity (QoS, SD-WAN, direct peering) for offices, remote agents, and Five9 cloud contact center
• Manage virtualization (VMware), Windows/Linux servers, Active Directory, DNS, DHCP, storage, and enterprise networking (Cisco/Meraki/Palo Alto)
• Architect and support telephony

• Own monitoring, alerting, and incident response — with special focus on Five9 call quality, SIP health, and real-time performance
• Enforce security best practices (Zero Trust, endpoint protection, PCI-DSS for call recordings, vulnerability management)
• Lead disaster recovery planning and testing, including Five9 failover and geographic redundancy

• Primary infrastructure owner for Five9: SIP trunks, WebRTC, SBCs, QoS, carrier relationships, and integrations with Salesforce
• Troubleshoot voice quality, connectivity, and recording storage issues in real time

• Oversee corporate image creation, software packaging, Intune/MDM policies, refresh schedule for devices, automated deployment for Windows PCs, Macs, and iOS/Android tablets used in the field and call center
• Act as final escalation points for complex desktop, laptop, and tablet issues (hardware, OS, application, VPN, Five9 softphone, etc.)
• Ensure field sales tablets and call-center workstations maintain 100% uptime and rapid recovery from failure

• Drive infrastructure-as-code (Terraform/Ansible) and automate endpoint provisioning, patch management, and certificate deployment

• Participate in a shared 24/7 on-call rotation with the rest of the IT/infrastructure team
• During on-call shifts, provide Tier-3 support for servers, network, cloud, Five9, and end-user devices (desktops, laptops, and tablets) — including remote diagnosis and resolution for field sales reps and call-center agents outside normal business hours
• Respond to critical incidents that impact revenue (call center down, field reps unable to demo, etc.) with urgency

• Provide Tier-3 support across the entire stack: servers, network, cloud, Five9, and end-user devices
• Manage IT ticketing queue (Jira or Zoho Service Management) and mentor junior team members on escalations; maintain runbooks, architecture diagrams, Five9 topology, and disaster recovery plans

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
• 7+ years designing and supporting enterprise hybrid infrastructure
• 5+ years supporting a cloud contact center (Five9 experience strongly preferred)
• Telecommunications and telephony support experience
• Cyber Security experience
• Call Center support experience
• Expert-level knowledge of VoIP/SIP, QoS, WebRTC, SBCs, and voice troubleshooting
• Deep expertise in VMware, Windows Server, Active Directory, enterprise networking, and public cloud (AWS/Azure)
• Extensive experience managing corporate endpoints at scale via…